Salesforce Help Portal Manage All Orgs Page Behavior for Multiple User Records with the Same Email Address

This article explains how the Salesforce Help Portal Manage All Orgs page behaves for customers who have multiple user records, including records with the same email address, in the same Salesforce organization. The behavior described below is expected.

How the Manage All Orgs Page Lists Orgs

• The Manage All Orgs page displays all orgs where the logged-in customer has an active user account.
• The org list on the Manage All Orgs page is grouped by email, org, and product. This means no two entries have the same combination of email address and org ID for a given product.

What Happens When a Customer Has Multiple Active Users in the Same Org

If a customer has multiple active users within the same org for a given product, one of the following scenarios applies:

1. Multiple active users with the same email address: Only one entry for that product appears on the Manage All Orgs page. The displayed username and email address may correspond to any one of the active users.
2. Multiple active users with different email addresses: One tile is displayed for each unique email address associated with active users for that product.

How Partner Accounts Appear on the Manage All Orgs Page

For partners, two entries may appear in the Manage All Orgs view: one for the partner account and another for the related customer account. The label Partner is shown next to the product logo to distinguish the partner account from the customer account.

If multiple user records exist within the partner's related customer account or org, Help Portal automation may randomly select one user to associate with the customer account record.

Why Support Cannot Change Usernames on the Manage All Orgs Page

The username and email address displayed on the Manage All Orgs page are intended only to help identify the correct org for support purposes. Support teams cannot modify or remove usernames from this page.

What to Do If the Manage All Orgs Page Does Not Behave as Described

If the page does not behave as described, contact Salesforce Support for further assistance.